Stress, qualidade de vida, prazer e sofrimento no trabalho de Call Center

• Main Author: Lima, Fabiana Batistucci de
• Other Authors: Lipp, Marilda Emmanuel Novaes
• Format: Others
• Language: Portuguese
• Published: Pontif?cia Universidade Cat?lica de Campinas 2016
• Subjects: stress; qualidade de vida; prazer; sofrimento; trabalho; call center; quality of life; pleasure; suffering; work; CNPQ::CIENCIAS HUMANAS::PSICOLOGIA
• Online Access: http://tede.bibliotecadigital.puc-campinas.edu.br:8080/jspui/handle/tede/188

Made available in DSpace on 2016-04-04T18:27:33Z (GMT). No. of bitstreams: 1 dissertacaocompleta.pdf: 481434 bytes, checksum: 23fdd2c3f992e2542f45e4efcb4bcc52 (MD5) Previous issue date: 2004-02-26 === The purpose of this paper is to verify the relationship among stress, quality of life, pleasure and suffering on the job of attending employees in a Call Center Unit in the city of Uberl?ndia-M.G. (Brazil). Some 162 employees volunteered to participate in the research of which 65,4% were female, 34% were male. 80% of the total were single and the average age was approximately 23 years old. In relation to the education the majority had high school diploma. The questionnaires, given in groups or individually, included an identification form and a sample of socio-demografic data, an Inventory of Stress Symptoms, Inventory of Ufe Quality and a Scale of Pleasure and Suffering at Work. Through the statistic analysis, it was observed meaningful associations among stress, life quality, pleasure and suffering at work. The presence of stress had a negative correlation with the social, professional and health of life quality quadrants. There was not a meaningful correlation between stress and affective quadrant. Pleasure at work was related positively with ali the quadrants of life quality. The suffering at work contributed to the failure in the social, professional and health quadrants. It was concluded that stress, pleasure and suffering at work are directly related to several dimensions of life quality. === O objetivo deste estudo foi verificar a rela??o entre stress, qualidade de vida, prazer e sofrimento no trabalho dos atendentes de um Call Center na cidade de Uberl?ndia/M.G. Participaram desse estudo 162 funcion?rios volunt?rios, sendo 65,4% do sexo feminino, 34% do sexo masculino e 0,6% n?o informou. Oitenta por cento eram solteiros e a m?dia de idade foi de 23 anos. Quanto ? escolaridade, houve predom?nio do Ensino M?dio. Os instrumentos, aplicados em grupo ou individualmente, inclu?ram ficha de identifica??o e coleta dos dados s?cio-demogr?ficos, Invent?rio de Sintomas de Stress, Invent?rio de Qualidade de Vida e Escala de Prazer e Sofrimento no Trabalho. Atrav?s de an?lises estat?sticas, foram observadas rela??es significativas entre o stress, a qualidade de vida, o prazer e o sofrimento no trabalho. A presen?a de stress demonstrou correla??o negativa com os quadrantes social, profissional e de sa?de da qualidade de vida. N?o houve correla??o significativa entre stress e quadrante afetivo. O prazer no trabalho relacionou-se positivamente com todos os quadrantes da qualidade de vida. O sofrimento no trabalho contribuiu para o fracasso nos quadrantes social, profissional e de sa?de. Conclui-se que o stress, prazer e sofrimento no trabalho est?o diretamente relacionados ?s v?rias dimens?es da qualidade de vida.